Croatian Institute of Transfusion Medicine, Zagreb, Croatia.
Blood Transfus. 2012 Jul;10(3):302-10. doi: 10.2450/2012.0074-11. Epub 2012 Mar 29.
The aim of the study is to present the results and experience in the management of complaints in a transfusion service in order to draw attention to the importance of this segment of quality management and to stimulate publication of other studies on the topic.
This study is based on data from the Croatian Institute of Transfusion Medicine obtained by analysis of complaints recorded during a 13-year period (1998-2010). The distribution of the types and frequencies of complaints is presented, along with the level of their justifiability and criticality. The dynamics of the complaints is analysed overall and within particular categories. In addition, corrective actions and other factors that may have influenced the trends observed are discussed.
During the study period, 817 complaints were received, most of which (40.9%) referred to the positive direct antiglobulin test in red cell concentrates, followed by blood product issuing and distribution (12.9%) and blood product quality (9.4%). Of the 817 complaints, 177 (21.7%) were assessed as serious and 645 (78.9%) as justified based on the testing performed.
Data collected by systematic recording and analysis of complaints provide a basis for problem identification, implementation of corrective and preventive actions, and improvement of product and service quality, and, thereby, customer satisfaction.
本研究旨在介绍输血服务中投诉管理的结果和经验，以引起对质量管理这一部分的重视，并鼓励其他关于该主题的研究发表。
本研究基于克罗地亚输血医学研究所的数据，通过对 13 年间（1998-2010 年）记录的投诉进行分析得出。本研究展示了投诉的类型和频率分布，以及其合理性和关键性程度。对整体和特定类别内的投诉动态进行了分析。此外，还讨论了纠正措施和可能影响所观察到趋势的其他因素。
在研究期间，共收到 817 份投诉，其中大多数（40.9%）涉及红细胞浓缩液中的阳性直接抗球蛋白试验，其次是血液制品的发放和分发（12.9%）以及血液制品质量（9.4%）。在 817 份投诉中，根据进行的检测，有 177 份（21.7%）被评估为严重，645 份（78.9%）被评估为合理。
通过系统地记录和分析投诉收集的数据，为识别问题、实施纠正和预防措施以及改进产品和服务质量以及客户满意度提供了依据。
